Thank you for your continued patience while we investigate the third-party IT security incident that has impacted our case management system.

As we set out in earlier communications, the incident has been contained, and we are working with the external supplier of our case management system to investigate.

If you need to raise a new complaint about your landlord with us in the meantime, please email us at info@housing-ombudsman.org.uk  or call us on 0300 111 3000. We’re working to handle enquiries and cases where this is possible, notifying any customers and landlords where this is not possible

We’re working to restore our services as quickly as possible and will share updates when we can.

Decisions

We publish decisions as part of our commitment to being open and transparent.

Decision reports do not include residents’ names, but we name landlords. They date from December 2020, and we publish them 3 months after the final decision date.

In some cases, we will not publish a decision if it is not in the resident’s or landlord’s interest. Or if we will compromise the resident’s anonymity. You can read more in our guidance on decisions.

Date

(date from format: mm/dd/yyyy)
(date to format: mm/dd/yyyy)

Landlord Name

Landlord type

Complaint Category

Outcome

Tenure

Orders

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Notting Hill Genesis (202219004)

The resident’s complaint is about the landlord’s: Provision of audited service charge accounts. Handling of her associated complaint.

Notting Hill Genesis (202313839)

The complaint is about the landlord’s handling of: Repairs to the bedroom walls. Concerns raised over staff conduct and communication. The associated complaint.

Notting Hill Genesis (202433631)

The complaint is about the landlord’s handling of: Repairs to the boiler. Damp and mould in the property. Repairs to the window restrictor. Reports of damage to the property and possessions following a leak. The resident’s requests to move. The resident’s concerns about her housing officer. The Ombudsman has also investigated the landlord’s handling of the complaint.

Notting Hill Genesis (202449068)

The complaint is about the landlord’s handling of the resident’s reports of leaks and the associated management transfer request. We have also investigated the landlord’s complaint handling.

Ocean Housing Limited (202451771)

The complaint is about the landlord’s handling of: A hot water cylinder replacement. The resident’s reports of obstructions in the communal area. The resident’s reports of antisocial behaviour (ASB). The resident’s request for a property transfer. The resident’s complaint.

Origin Housing Limited (202419390)

The complaint is about the landlord’s handling of: The resident’s reports of responsive repairs, damp and mould. A pest infestation. A temporary move. The resident’s complaint.

Paragon Asra Housing Limited (202339461)

The complaint is about the resident’s concerns about the landlord's: Calculation of service charges. Communication about service charges. We have also considered the landlord’s complaint handling.

Peabody Trust (202314575)

The complaint is about the landlord’s handling of the resident’s: Request for a new bathroom. Complaint.

Peabody Trust (202316882)

The complaint is about the landlord’s handling of the resident’s: Door repairs. Reimbursement request for heating costs. Complaint.